Make a claim


Home Insurance Claims


What should I do if I need to make a claim?

Step 1: Get in touch

We’re sorry you need to make a claim on your home insurance. Please contact your Swinton branch who will be happy to help. They will provide contact details so you can make a report of the claim to your insurer (we’ll even put your call through or you can use our phone if you’re in branch), and we are there for you, to answer any questions, help with understanding the process and deal with anything that might not go to plan.

You can find the contact details of your branch and your insurer claims line if you want to contact them directly, in your documents.

If you have the Home Emergency policy and need to make a claim against that, please call 0800 072 5125.


What information will I need when I make a claim?

Step 2: The details

Before you call, it would be useful if you could have the following items with you:

  • Policy documents (don’t worry if they’re not immediately to hand, we can still help you)
  • Police crime reference number (if applicable). If your property is stolen or maliciously damaged you’ll need to inform the police who will give you a crime reference number
  • For items such as jewellery or other high-value items: photos, receipts or recent valuations if you have them
  • Remember! Don’t throw away any damaged contents, the evidence of damage may be required for your claim


What happens when I need to make a claim?

Step 3: Let's put it right

Your insurer will take details of the claim and authorise the repair or replacement of your damaged or lost items. They will instruct approved people to provide the repair and replacement services and where it’s needed, they will appoint approved assessors to undertake an inspection  and give the go ahead for the work.


Some more questions answered…


Can I use my own repairer?

If your house is in need of repair work, always speak to your insurer to agree this before any work is undertaken as your insurer may refuse to agree any incurred costs.

What is a policy excess?

A policy excess is the amount of money you agreed to pay towards the cost of a claim when you first took out your policy. It’s usually made up of a compulsory and voluntary figure and may differ depending on claim type. Our branch staff or your insurer will be able to confirm what this is for you when you call.

Do I have to pay the excess?

Yes you will need to pay the excess that applies to the section of cover you are claiming under i.e. buildings or contents or both. The amount will be confirmed in your policy documents and your Swinton branch can confirm these for you as well. It could be that more than one excess applies to your claim for example, when your claim is against both your building and your contents policies.